Return Policy
OKX-SHOP E-Commerce Platform Return Agreement
This Agreement is jointly signed by OKX-SHOP E-Commerce Platform (hereinafter referred to as the "Platform"), merchants settled on the Platform (hereinafter referred to as "Merchants"), and users of the Platform (hereinafter referred to as "Buyers"). It is formulated to regulate the commodity return behavior on the Platform, clarify the rights and obligations of the three parties in the return process, and protect the legitimate rights and interests of the three parties. In accordance with relevant laws and regulations such as the UK Electronic Commerce Act and the Consumer Rights Protection Act, combined with the Platform's operation rules, this Agreement is specially formulated. The three parties voluntarily abide by all the agreements of this Agreement, perform corresponding obligations, and bear relevant responsibilities.
1. Scope of Application of the Agreement
1.1 This Agreement applies to all commodities and related transaction behaviors that have completed transactions on the OKX-SHOP Platform and meet the return conditions agreed in this Agreement, covering all return matters between merchants settled on the Platform and buyers.
1.2 This Agreement is the core agreement between the Platform, Merchants and Buyers regarding return matters, and has the same legal effect as the "OKX-SHOP E-Commerce Platform Store Opening Terms and Conditions" and the "Platform User Service Agreement". If there is any inconsistency between this Agreement and the above terms, this Agreement shall prevail; matters not explicitly stipulated in this Agreement shall be subject to other relevant rules of the Platform and relevant UK laws and regulations.
1.3 Special commodities (such as customized commodities, perishable commodities, digitally downloaded commodities, delivered newspapers and periodicals, etc.) are not applicable to the regular return rules of this Agreement. Merchants shall clearly indicate the reasons and basis for not supporting returns on the commodity details page, and after confirmation by the Buyer, they shall not be applicable to the relevant return agreements of this Agreement.
2. Return Conditions
2.1 Regular Return Conditions (Situations where Buyers can apply for returns)
1. Quality problems of commodities: If the commodity itself is damaged, incomplete, has performance failures, or is seriously inconsistent with the description on the commodity details page (including but not limited to specifications, materials, functions, appearance, etc.), and is not caused by improper use by the Buyer, the Buyer may apply for a return.
2. Wrong delivery: If the model, specification, quantity, style of the commodity sent by the Merchant is inconsistent with the agreement in the Buyer's order, the Buyer may apply for a return.
3. Return without reason: In accordance with relevant UK laws and regulations, within 30 days from the date the Buyer receives the commodity, the Buyer may apply for a return without reason without explaining the reason, on the premise that the commodity is intact and does not affect secondary sales (the commodity itself, accessories, gifts, packaging and relevant documents are complete).
4. Other returnable situations: If the Buyer cannot use the commodity normally due to Platform system failure or illegal operation by the Merchant, or if it meets other returnable situations announced by the Platform, the Buyer may apply for a return.
2.2 Non-returnable Situations
1. The Buyer has used the commodity, causing damage, stains, or performance damage to the commodity, which affects secondary sales (except for reasonable inspection);
2. If the commodity accessories, gifts, packaging, and relevant documents are missing and cannot be returned completely, the Platform and the product manufacturer have the right to refuse the return, or require the Buyer to make up the corresponding fees according to the pre-marked price of the missing items before handling the return;
3. Customized commodities (made according to the Buyer's special requirements and cannot be sold second-hand), perishable commodities, digitally downloaded commodities, delivered newspapers and periodicals, etc., cannot be returned after the Buyer confirms the purchase;
4. The Buyer returns the commodity for personal reasons (such as dislike, inapplicability, etc.), but the commodity has been unpacked and affects secondary sales;
5. The commodity itself has no quality problems, and the Merchant has clearly indicated on the commodity details page that returns without reason are not supported, and the Buyer has confirmed it before purchase;
6. Return applications that exceed the return time limit agreed in this Agreement.
3. Return Process
3.1 Submission of Return Application
1. Within the time limit for meeting the return conditions, the Buyer shall handle the return through the official channel of the Platform. The Buyer may directly click the "Return" option in the OKX-SHOP order to complete the return application independently, clarify the return reason, return commodity information, and return quantity, and upload relevant documents (such as photos of damaged commodities, order screenshots, logistics documents for received commodities, etc.).
2. All after-sales services related to returns and exchanges under this Agreement shall be jointly responsible by the OKX Platform and the product manufacturer. Merchants settled on the OKX Platform shall not participate in any after-sales services for returns and exchanges, and shall not bear relevant after-sales obligations such as return review, provision of return address, commodity inspection, and refund confirmation, nor shall they bear relevant costs such as compensation and logistics related to returns and exchanges.
3. Applications for return without reason shall be submitted within 7 days from the date the Buyer receives the commodity; applications for return due to quality problems, wrong delivery, etc., shall be submitted within 7 days from the date the Buyer receives the commodity. After the expiration, the Platform and the product manufacturer have the right to refuse the return application.
3.2 Return Review
1. The Platform and the product manufacturer shall review the Buyer's return application within 24 hours after receiving it. If the review is approved, they shall promptly provide the Buyer with true and accurate return address, return contact person, return contact phone number and other valid information, and shall not unreasonably refuse or delay the review;
2. If the Platform and the product manufacturer refuse the review, they shall explain the clear reason when refusing the application and upload relevant documents (such as proof of commodity integrity, photos of the Buyer's use traces, etc.). The Buyer may appeal to the Platform, and the Platform shall conduct a review within 3 working days, and the review result shall be the final review result;
3. If the Platform and the product manufacturer do not review the return application within 24 hours, it shall be deemed as automatic approval, and the Platform shall automatically generate a return address and notify the Buyer to ship the commodity.
3.3 Return of Commodities
1. After receiving the returned commodity, the Buyer shall return the commodity to the return address provided by the Platform and the product manufacturer within 7 days. The returned commodity shall meet the return conditions agreed in this Agreement, ensuring that
the commodity, accessories, gifts, packaging and relevant documents are complete. The Buyer shall not arbitrarily replace the commodity, damage the commodity or omit relevant items;
2. When returning the commodity, the Buyer shall keep the return logistics documents (waybill number, logistics record, etc.). If the commodity is lost or damaged and cannot be verified due to failure to keep the documents, the relevant losses shall be borne by the Buyer itself;
3. The Platform may provide official logistics return services for the Buyer or recommend cooperative return providers according to operational needs, so as to simplify the return process and reduce cross-border return costs. For specific service details, please refer to the Platform announcement.
3.4 Return Inspection and Refund
1. After receiving the returned commodity, the Platform and the product manufacturer shall conduct an inspection within 3 working days. If the inspection is qualified (the commodity meets the return conditions, no damage or loss), they shall confirm the refund within 24 hours after the inspection is completed;
2. The refund amount shall be based on the actual commodity price paid by the Buyer. If the Buyer enjoyed discounts such as full reduction, coupons, and points deduction when purchasing the commodity, and cannot enjoy the discount after returning the commodity, the Platform shall settle according to the price of each commodity at the time of purchase, and make up for any shortage or refund any excess;
3. The refund method shall be the same as the payment method used by the Buyer to purchase the commodity. If the Buyer uses multiple methods to pay the price, the Platform shall refund in the corresponding way according to the actual payment amount of each payment method. Without the explicit consent of the Buyer, the Platform shall not arbitrarily specify other refund methods;
4. If the Buyer pays the price in the form of points, vouchers, coupons, etc., the Platform shall return them to the Buyer in the corresponding form after the Buyer returns the commodity, unless otherwise agreed by both parties;
5. If the Buyer uses a credit card to pay and pays a handling fee, the Platform may not refund the handling fee when making the refund; if the Platform exempts the credit card payment handling fee, the corresponding handling fee may be deducted when making the refund;
6. If the Platform and the product manufacturer find that the commodity does not meet the return conditions (such as damage, loss, affecting secondary sales, etc.) after inspection, they may refuse the refund, explain the reason to the Buyer, and upload relevant documents. The Buyer may appeal to the Platform, and the Platform shall conduct a review;
7. The refund arrival time shall refer to the Platform's fund deposit and withdrawal rules. It will arrive within 5 days (120 hours) from the date the Platform confirms the refund. If there are special circumstances (including but not limited to order disputes, system failures, abnormal fund review, etc.), the refund may be delayed. The Buyer may contact the Platform's manual customer service to check the progress and apply for assistance.
4. Rights and Obligations of the Three Parties
4.1 Rights and Obligations of the Buyer
1. When submitting a return application, the Buyer shall provide true and accurate information and relevant documents, and shall not falsely apply for a return (such as forging photos of damaged commodities, falsely claiming wrong delivery, etc.). Otherwise, the Platform has the right to refuse the return application, deduct the corresponding credit points of the Buyer, and block the Buyer's account if the circumstances are serious;
2. Return the commodity in accordance with the time limit and requirements agreed in this Agreement, properly package the commodity to avoid damage during transportation, and bear the return logistics cost (unless otherwise agreed); if the Buyer participates in a free shipping activity that meets certain conditions but can no longer meet the free shipping activity requirements after returning the commodity, the Platform may deduct the corresponding shipping fee when making the refund;
3. Cooperate with the Platform and the product manufacturer in the return review and inspection work, and promptly provide the required supplementary documents;
4. Shall not arbitrarily disassemble or modify the commodity, or intentionally damage the commodity or related accessories, otherwise, shall bear corresponding compensation liabilities.
4.2 Rights and Obligations of the Merchant
1. Truthfully describe commodity information, clearly indicate commodity specifications, materials, functions and the scope of non-returnable commodities, and shall not conduct false publicity or conceal commodity defects;
2. The Merchant shall not participate in any after-sales services for returns and exchanges, and shall not bear relevant obligations such as return review, provision of return address, commodity inspection, refund confirmation, and after-sales dispute handling, nor shall it bear relevant costs such as logistics fees and compensation related to returns and exchanges;
3. Cooperate with the Platform and the product manufacturer to provide commodity-related information (such as commodity specifications, production information, etc.), and assist in verifying matters related to the commodity itself during the return and exchange process.
4.3 Rights and Obligations of the Platform
1. Provide technical support and services related to returns, build official channels for self-service return entry in orders, return application, review and appeal, ensure the smooth return process, and support the Buyer to complete the application by directly clicking "Return" in the OKX-SHOP order;
2. Jointly with the product manufacturer, perform after-sales service obligations for returns and exchanges, be responsible for return review, provision of return address, commodity inspection, refund confirmation and other related work, and protect the legitimate rights and interests of the Buyer;
3. Accept the Buyer's return appeal, conduct a review according to the documents provided by the Buyer and the agreement of this Agreement, and issue a fair review result;
4. Assist the Buyer and the product manufacturer in verifying relevant evidence such as logistics information and commodity damage during the return process, and coordinate and resolve return disputes;
5. The Platform only provides technical support and coordination services related to returns, and jointly with the product manufacturer bears the relevant obligations for returns and exchanges. It shall not bear direct compensation liability for commodity quality, commodity damage or loss during the return process (except for those caused by the Platform's intentional or gross negligence);
6. Have the right to modify and update the content of this Agreement according to changes in UK laws and regulations and the Platform's operational needs. The modified Agreement will be notified to the three parties through Platform announcements, in-site messages, etc. If the three parties do not raise any objection within 3 days from the date of receiving the notification, it shall be deemed to have accepted the modified Agreement.
5. Handling of Return Disputes
5.1 Any dispute arising between the Buyer, the Platform and the product manufacturer due to returns shall first be resolved through friendly negotiation; if the negotiation fails, the Buyer may appeal to the Platform and submit relevant documents. The Platform shall conduct a review within 3 working days and issue a review result. The Buyer, the Platform and the product manufacturer shall abide by the review result of the Platform. The Merchant shall not participate in the handling of return and exchange disputes and shall not bear relevant responsibilities for the disputes.
5.2 If one party disagrees with the Platform's review result, it may file a lawsuit with the people's court having jurisdiction over the place where the Platform is located, or handle it in accordance with the dispute resolution method otherwise agreed by the three parties.
5.3 If the other party suffers losses due to false returns, malicious appeals and other acts, the damaged party has the right to require the infringing party to bear compensation liability, and the Platform has the right to assist the damaged party in claiming compensation.
6. Supplementary Provisions
6.1 This Agreement shall take effect on the date when the three parties complete the relevant transaction and the Buyer confirms the purchase of the commodity, and shall terminate when the return process is completed, the refund arrives, and all relevant disputes are resolved.
6.2 Matters not covered by this Agreement shall be implemented in accordance with the Platform's relevant operational rules, supplementary agreements and relevant UK laws and regulations.
6.3 This Agreement is made in three copies, one held by the Platform, one by the Merchant and one by the Buyer, all of which have the same legal effect.
OKX-SHOP E-Commerce Platform
Last updated date: October 8, 2023
Contact Info
- Address: 12 Marina Boulevard, #19-02, Marina Bay Financial Centre Tower 3, Singapore 018982
- Phone: +447947096818
- Email: Onlinestore@okx.com
